Laura Hall
Ranson,WV
Summary
Proven leader at Navy Federal Credit Union, adept in enhancing customer satisfaction and streamlining mortgage processes. Skilled in guest service and flexible scheduling, I significantly boosted loan volume through strategic initiatives and mentorship. Expert in fostering interpersonal relationships and customer retention, achieving operational excellence and revenue growth.
Overview
35
35
years of professional experience
1
1
Certification
Work History
Tasting Room Associate
Carriage House Wine Works
04.2024 - Current
- Educated visitors on winemaking processes, vineyard history, and varietal characteristics to enhance their appreciation of the wines.
- Fostered lasting relationships with customers by maintaining excellent communication and follow-up skills.
Assistant Manager
Navy Federal Credit Union
07.2014 - 06.2024
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Developed strong working relationships with staff, fostering a positive work environment.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
- Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
- Collaborated with the management team to develop strategic plans for business growth and improvement.
- Promoted teamwork within the workplace by encouraging collaboration among staff members on various projects and tasks.
- Facilitated clear communication between employees and upper management through regular meetings and updates.
- Conducted employee performance evaluations, providing constructive feedback for growth and development.
- Assisted in organizing and overseeing assignments to drive operational excellence.
Mortgage Manager
Navy Federal Credit Union
12.1999 - 07.2014
- Monitored market conditions closely to provide accurate advice on optimal borrowing strategies for clients seeking mortgages or refinancing options.
- Decreased loan approval turnaround time by optimizing workflow processes and enhancing communication among the team members.
- Improved loan processing efficiency by streamlining mortgage application procedures and implementing new software tools.
- Implemented policies and procedures that reduced errors in underwriting, resulting in fewer declined loans and increased revenue.
- Developed relationships with real estate agents to increase referral business, leading to a significant boost in loan originations.
- Focused on customer-centric solutions by addressing individual concerns promptly which resulted in increased loyalty amongst existing clientele.
- Developed and maintained a comprehensive knowledge of mortgage products, industry trends, and regulatory changes to provide expert guidance to both clients and colleagues.
- Spearheaded initiatives aimed at boosting employee morale and retention within the department through targeted training sessions and team-building activities.
- Implemented targeted marketing campaigns aimed at attracting new business from specific demographics or industries, resulting in increased loan volume.
- Mentored junior staff members, providing guidance on best practices and industry regulations for professional development.
- Performed banking, business administration and financial tasks to guarantee five-star service for clients.
Mortgage Loan Processor
Navy Federal Credit Union
04.1989 - 12.1999
- Managed a high volume of loan applications, consistently meeting or exceeding established processing timeframes for both new loans and refinancing.
- Prepared file for final clear-to-close by branch management.
- Coordinated closing process with attorneys, title companies, and government clerks.
- Received on-going, comprehensive training on home loan products and mortgage process.
- Worked with customers in person and via telephone to answer questions, process transactions, and resolve issues.
- Processed mortgage loan applications accurately and successfully for over 10 years.
- Assisted underwriters in approving loans by verifying financial information and ensuring accurate documentation.
- Ensured compliance with federal lending regulations through meticulous attention to detail during the loan processing phase.
- Handled any conditions sent from underwriting departments.
- Contributed to the success of the mortgage team by providing essential support in the areas of loan documentation review, data entry, and client communication.
- Analyzed borrower credit reports and income statements to verify accuracy.
- Upheld complete confidentiality of all submitted information according to release guidelines.
- Facilitated smooth closing processes by collaborating effectively with title companies, appraisers, and attorneys.
- Enhanced client satisfaction by providing timely updates on their mortgage loan status and addressing concerns promptly.
- Provided exceptional customer service while guiding borrowers through the entire loan process from pre-qualification to closing.
- Set up and completed loan submission packages.
- Developed comprehensive understanding of loan processing regulations and laws to be fully compliant.
- Reduced loan application errors by implementing a thorough quality control process for all submitted applications.
- Boosted team efficiency by training new Mortgage Loan Processors on company policies, procedures, and software systems.
- Supervised a team of junior processors, ensuring consistent adherence to best practices and providing ongoing support as needed.
- Verified credit histories, personal references and employment backgrounds for each applicant.
- Calculated debt-to-income ratios to determine maximum loan amounts and avoid overextending applicants.
- Reviewed and validated details of loan applications and closing documentation.
- Prepared loan documents and explained terms to clarify loan conditions and requirements with applicants.
- Contacted customers via mail, telephone and email to relay acceptance or rejection of applications.
Education
High School Diploma -
Big Spring High School
Big Spring, TX05.1982
Skills
- Guest service
- Flexible scheduling
- Interpersonal abilities
- Customer Retention
Certification
USA Cares Certification
Leading Leaders
Mentorship Program
Timeline
Tasting Room Associate
Carriage House Wine Works
04.2024 - Current
Assistant Manager
Navy Federal Credit Union
07.2014 - 06.2024
Mortgage Manager
Navy Federal Credit Union
12.1999 - 07.2014
Mortgage Loan Processor
Navy Federal Credit Union
04.1989 - 12.1999
High School Diploma -
Big Spring High School
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